Gartner Research

Hype Cycle for Customer Relationship Management, 2003

Published: 06 June 2003

ID: G00115185

Analyst(s): Scott Nelson


Customer relationship management is maturing as a business strategy, but many aspects of CRM are more hype than reality. Enterprises should be careful about exposing clients to these technologies until they prove their value.

Table Of Contents
  • Management Summary
  • The Hype Cycle
  • On the Rise
    • Wireless CRM
  • At the Peak
    • Marketing Resource Management
    • Fully Integrated Self-Service
    • Customer Experience Management
    • Customer Data Integration
    • Real-Time Analytics
    • CRM Suites
  • Sliding Into the Trough
    • Partner Relationship Management
    • CRM External Service Providers
    • CRM Overall
    • E-Marketing
  • Climbing the Slope
    • Self-Service Selling
    • Campaign Management Systems
    • Affinity/Loyalty Programs
    • Data Quality
  • Entering the Plateau
    • Segmentation
    • SFA
  • Conclusion
  • Hype Cycle Definitions
  • Acronym Key

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